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The first thing is continue to be nice and professional with them, as it sounds you have done so far.  I don't blame you for being angry, but it is good to continue to deal with them in a calm and cool manner.  They will respond poorly to anger or empty threats and such, so don't go there.

I would call back and ask for a supervisor again and ask these same questions.  What was the basis for their rejection of repair?  Was it indeed the scratches?  Isn't it normal for an iPod to get scratches?  Was there any other large dents or indications that they saw that caused the rejection?  If not, challenge them politely on that.  Perhaps they mixed your up in the repair room and their notes say there was some huge dent that is simply a mistake.  How could you be responsible if there is nothing other than miner scratches?  I would say keep trying and don't give up.

Has anyone else had access to your iPod?  Could someone have knocked it off your desk or dropped it and just not told you?  I would also search the web and apple's discussion formums for other people with the same problem.

Good luck!

what the other guys said
It just does not feel like u are responsible i carry my ipod in my pocket it dropped sveral times on teh floor once on  deck and driveway no problem so far (knocks on wooden leg)

Note: there is no ink in LCD screens.

Yes, about this "ink." Would you care to discribe it please?

Quite some time ago my 1st Gen iPods headphone jack broke when one of the pieces of plastic between it and the remote contacts fell out. This was my 2nd replacement so I was a little bit angry about that specifically since I kept it in near immaculate condition.

So the headphone jack breaks in such a way that I only get sound in one channel; I think it was the left. So yea, I was a little miffed at this, especially since it was only BARELY out of warrantee. I tried to convince the service people that due to my families long history of Mac purchasing and the poor track record of my iPods survival. They didn't bite. I became frustrated.

Some of you may remember hearing the occasional story of someone emailing or writing sjobs@apple.com or whichever is the big mans email addy having success solving problems the normal channels couldn't handle. So I wrote a pretty decent length letter to Mr. Jobs explaining my long history as an Apple customer but my recent dissapointment. Apparently one of his secretaries passed it on to a PR agent who contacted me less than 48 hours after I sent the email. Two days later I got a box to send my iPod in in, some small number later I got a brand new one with an included 90 day warrantee.


If you use up every single standard method of getting them to fix it and you think you can state a reasonable claim as to why it would have broke then you just might get a replaced iPod that otherwisew you couldn't.

Quite some time ago my 1st Gen iPods headphone jack broke when one of the pieces of plastic between it and the remote contacts fell out. This was my 2nd replacement so I was a little bit angry about that specifically since I kept it in near immaculate condition.

So the headphone jack breaks in such a way that I only get sound in one channel; I think it was the left. So yea, I was a little miffed at this, especially since it was only BARELY out of warrantee. I tried to convince the service people that due to my families long history of Mac purchasing and the poor track record of my iPods survival. They didn't bite. I became frustrated...

You sure it wasn't just the remote? iPod remotes go bad frequently, and when they do, you only get audio from one side of your headphones.

Gen 1 did not have a remote but it did have the remote connecter pins on it. What happened was the little circle of plastic between the remote connectors and the audio connectors broke so the headphone plug moved around.

i've always had good experiences writing to sjobs...i mean, i got a reply frome someone. but usually they wouldn't fix me up. --;
tito

I sure hope injektilo is reading these suggestions. It certainly does sound as if he should pursue his claim. I've never had such a problem, but it doesn't sound as if he is to blame. I hope Apple sees his side on this....

Cheers,
ptervin...ipodding along

ask these same questions.  What was the basis for their rejection of repair?  Was it indeed the scratches?  Isn't it normal for an iPod to get scratches?  Was there any other large dents or indications that they saw that caused the rejection?  If not, challenge them politely on that.  Perhaps they mixed your up in the repair room and their notes say there was some huge dent that is simply a mistake.  How could you be responsible if there is nothing other than miner scratches?  I would say keep trying and don't give up.

Even better would be to do this at a Apple Store, especially if you purchased it at that same store. I think you may have better luck getting a Guinness to approve it to be sent in for repair.

?

I think the iPod would have to take a serious hit in order for the liquid crystal to become damaged.  I've dropped, scraped, stepped, kicked, mangled, tortured and abused my 1st Gen iPod and it still works fine.

I am getting to the point where I might try and put a bigger HD in it and maybe replace the battery, even though the battery still works fine.

-mark

You gotta look at this from Apple's point of view as well. From what I've heard it sounds like the display is broken/cracked. I can tell you from owning 3 ipods now that i've never had this happen and I've dropped my ipod on concrete, carpet you name it and i've never cracked a display. So while you may or may not have done anything to damage the unit. I find it very unlikely that the display just decided to break for no reason. SOMETHING had to break it, and in Apples eye thats you. They can't go replacing ipods with broken screens no matter what you say. Its not their fault the display just decided to crack.

So what I think you need to do more than anything, is think about how it broke. Something happened, heat, cold, pressure lots of things can crack a display. But they do not just crack for no reason. Did you sit something on it? Was it near a heat vent or on/near something hot? glass doesn't crack for no reason.

The only chance you have of apple replacing the ipod is if you are super nice and get them to feel sorry for you. If you get angry then that is just confirming to them that your an smurf and broke the smurfing thing by dropping it and are trying get apple to take the loss when you broke it. Which is what apple would be doing, it would cost them more to fix your ipod that they made from you buying it.

Other than that there are other ipod repair websites out there and i'm sure they can replace the screen for you. Or you could buy an ipod from ebay thats broken and use it for parts. Lots of people break their ipods and sell em as parts. Hell when my 1st gen died after 2 years I sold it after owning it for 2 years for 88 dollars. And that was for a broken ipod.

ask these same questions.  What was the basis for their rejection of repair?  Was it indeed the scratches?  Isn't it normal for an iPod to get scratches?  Was there any other large dents or indications that they saw that caused the rejection?  If not, challenge them politely on that.  Perhaps they mixed your up in the repair room and their notes say there was some huge dent that is simply a mistake.  How could you be responsible if there is nothing other than miner scratches?  I would say keep trying and don't give up.

Even better would be to do this at a Apple Store, especially if you purchased it at that same store. I think you may have better luck getting a Guinness to approve it to be sent in for repair.

?

Note: there is no ink in LCD screens.

Yes, about this "ink." Would you care to discribe it please?

I don't know the exact mechanism, but I knew exactly what he was talking about right away.  When an LCD breaks, some contact or other is made or not made and the pattern spreading out from the break looks exactly like ink bleeding out from it under glass. 

It's not ink, but it looks so precisely like spreading ink that it's not surprising that that's how he's describing it.

I had a cell phone a while back and inadvertantly cracked the screen in two.  I had to have the screen replaced, which I got done at a mall kiosk for about $20 and ten minutes.   It's too bad that iPods aren't so simple.

Oooh yeah I remember now. My old phone did that too... after I threw it at a brick wall. Also when you press down and rub the lcd on a cheap calculator it does that also.

I was thinking that there was an actual liquid coming out of the iPod.

The only way to get that "inky" look would be if the lcd was pushed in or hit very hard. So yeah, I understand why Apple thinks it is was "tampered" with.